Viewing Zoom Contact Center recordings logs

Zoom Contact Center admins can manage all recordings from a centralized control center. You can select multiple recordings and mass delete recordings to free up storage space and meet their organization’s compliance and recording retention policies. You can also view recordings using the completed engagements tab in the Zoom desktop client.

This article covers:

• How to view recording logs
• Information in recording logs
• How to recover recently-deleted recordings

Prerequisites for viewing recording logs

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Call recordings management privilege is required for viewing recordings using the Zoom web portal
• Ad hoc or automatic recordings enabled

How to view recording logs

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Logs.
3. Click the Recordings tab.
4. Use the following options to filter data:
   • From / To: Specify the time period for the report.
     Note: If you're verifying usage charges, you can specify the same time as on your bill.
   • Direction drop-down menu: Select Inbound or Outbound.
   • Search field: Enter keywords to search by agents' name or number. You can also search by engagement ID.
   • Channel drop-down menu: Select one or more channels to only display data for specific channels. 
   • Queue drop-down menu: Select one of more queues to only display data for specific queues.
5. (Optional) Click Export to export the currently-displayed data as a CSV file.

Information in recording logs

• • Direction: Displays if the engagement was inbound or outbound. Inbound means an agent receives an engagement through a queue. Outbound means an agent made an outbound engagement.
  • Engagement ID: The unique identifier for the engagement. Click the ID to display associated engagement events.
  • Channels: The channel of the recording. Displays either Video or Voice.
  • Start Time: The start time of the engagement. For inbound engagements, this is when the consumer starts waiting in the queue. For outbound engagements, this is when the agent starts calling a consumer or sends the SMS.
  • End Time: The end time of the engagement when the consumer or agent ends the engagement.
  • Total Duration: The total duration of the engagement in hours, minutes, and seconds. This includes all other duration types that can happen during an engagement (IVR, waiting, talking, hold, and wrap-up).
  • Consumer: The consumer's display name and number.
    • Displays the consumer's display name if the consumer's contact information was previously added by an agent or admin using the Zoom desktop client or web portal.
    •  Displays caller’s caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
  • Agent: The associated agent's Zoom profile display name.
  • Display Name: The associated agent's Zoom Contact Center display name.
  • Queue: The associated queue that routed the engagement.
  • Recording Type: The type of recording; either automatic or ad hoc recording. You can change recording settings to determine which recording types are available to contact center users.
  • Disclaimer: The disclaimer type set in recording settings.
  • Recording: Displays the associated recording duration if the call was recorded. Click the recording timestamp to view the recording and transcript.
  • Download: Save the recording file. If the recording was transcribed, you will see these options:
    • Download Recording: Download the audio or video recording. The recording filename contains the following information: date (YYYYMMDD), start time (HHMMSS), and unique ID.
    • Download Transcript: Download the transcript file.
    • Download All: Download the recording transcript files.
  • Click the ellipses icon for this option:
    • Delete Recording: Delete the recording, including the transcript file if one was generated. It will be deleted for everyone who has access as well.
      Note: If the Zoom Contact Center admin disabled soft deletion, the message will be permanently deleted. If the admin enabled soft delete, the recording will move to Recently Deleted where it can be recovered up to the number of days specified. After the specified number of days, the recording will be permanently deleted.

How to recover recently-deleted recordings

If your Zoom Contact Center admin enabled soft deletion, you can recover recently-deleted recordings.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Logs.
3. Click the Recordings tab.
4. In the top-right corner, click Recently Deleted.
5. Locate the recording you want to recover, then click Restore.
   Note: To recover several recordings at once, select the checkboxes in the first column, then click Restore at the top of the table.
6. Click Restore to confirm.
   The recording will be viewable in the main recordings logs.